Training and Enablement Specialist - CXE

About the role

The Training and Enablement Specialist – CXE is responsible for developing, delivering, and improving customer experience training programs for onshore and BPO representatives. This role ensures employees receive the knowledge, tools, and support needed to perform effectively from day one. The position plays an important role in improving employee readiness, engagement, performance, and retention.

Responsibilities

• Deliver remote customer experience onboarding programs for onshore and BPO teams.
• Adapt training methods and communication styles to support different learner groups.
• Develop, maintain, and update training materials, resources, and learning pathways.
• Ensure training content reflects current policies, procedures, systems, and business requirements.
• Use technology and interactive engagement techniques to improve knowledge retention.
• Provide structured coaching and support as representatives transition into live production.
• Monitor trainee progress and performance and identify employees requiring additional support.
• Review training and operational performance data to identify knowledge gaps and improvement opportunities.
• Partner with leadership and subject matter experts to align training with operational and business objectives.
• Lead training initiatives related to system, process, and policy changes.
• Support change management efforts by communicating updates clearly and preparing employees for operational changes.
• Communicate training progress, performance trends, and improvement opportunities to management and stakeholders.

Requirements

• Experience delivering virtual or remote training.
• Familiarity with learning management systems and other learning technology platforms.
• Ability to create engaging, interactive, and scalable training programs.
• Experience developing training materials, assessments, and learning resources.
• Understanding of customer experience operations and performance metrics.
• Strong presentation, written, and verbal communication skills.
• Strong collaboration skills with the ability to work effectively with leadership and cross-functional teams.
• Ability to manage multiple priorities in a fast-paced environment.